Elephant.co.uk took payment without notification, legal?

project_c

Had my car insured with Elephant for the past year, it's up for renewal and I just checked my account, they took the renewal fee without any sort of email or phone notification. They have also increased the amount by over £300.

Additionally I am also unable to check my documents on their website because my details are not recognised, which is probably unrelated but obviously not good.

Are they legally entitled to do this? I was under the impression they would have to at least notify me first. I have used them in the past and always received emails in good time, which allowed me to check prices etc. This time they just added a massive additional cost onto my policy and took the money without any authorisation from me. Surely this is not right?

Browntoa

It's quite clear on their website that they automatically renew unless you ring them

project_c

Browntoa wrote: »

It's quite clear on their website that they automatically renew unless you ring them

I've just checked and you're right, but - as far as I know - in legal terms, they still have to notify you at least via an email, they can't just bury this info on their website and assume it's ok, especially if their charges are changing. Am I wrong about that?

FutureGirl

They probably have notified you - via your online account that you cannot seem to access.

Socajam

I doubt it was buried in their website.
Most people who do sign up for things like this online, normally check to see whether the renewal is set to "auto"
I am sure that you knew your policy was coming up for renewal and obviously thought the company would get in touch. The onus here was on you, to a lesser extent the company.
If there were no problems, Elephant obviously thought you were happy with them and went ahead and renew.
Give them a call and explain the situation and go from there.

Marvel1

I know when my insurance is due, if I didn't receive any renewal notice 2 weeks before, i would be chssing them up - it's just to check prices and search for a new one.